Job Title: IT Support Engineer
Department: Information Technology (IT)
Location: Focal Point
Reports To: IT Manager / Head of IT
Job Summary
The IT Support Engineer is responsible for providing technical support and troubleshooting assistance for computer systems, hardware, software, networks, and IT infrastructure. The role ensures smooth operation of IT systems, resolves user issues, and maintains a secure and efficient technology environment.
Key Responsibilities
- Provide first-level and second-level technical support to end users.
- Install, configure, and maintain desktops, laptops, printers, scanners, and other IT equipment.
- Troubleshoot hardware, software, network, and connectivity issues.
- Manage user accounts, passwords, and access permissions.
- Monitor and maintain IT systems, servers, and network infrastructure.
- Install and update operating systems, software applications, and security patches.
- Respond to helpdesk tickets and resolve issues within defined service levels.
- Configure and support email systems, collaboration tools, and remote access solutions.
- Maintain IT asset inventory and documentation.
- Assist in data backup, recovery, and disaster recovery activities.
- Ensure compliance with IT security policies and procedures.
- Coordinate with vendors and service providers for technical support and equipment maintenance.
Qualifications
- Bachelor's Degree/Diploma in Information Technology, Computer Science, Computer Applications, or a related field.
- 1–5 years of experience in IT support, desktop support, or technical support.
- Knowledge of Windows, Linux, and Microsoft Office environments.
- Basic understanding of networking concepts, TCP/IP, LAN, WAN, Wi-Fi, DNS, and DHCP.
- Experience with Active Directory, Office 365, and helpdesk ticketing systems is preferred.
Skills Required
- Strong troubleshooting and problem-solving skills.
- Knowledge of computer hardware and software systems.
- Excellent communication and customer service skills.
- Ability to work independently and manage multiple support requests.
- Time management and attention to detail.
Key Performance Indicators (KPIs)
- Average ticket resolution time.
- First-time issue resolution rate.
- System uptime and availability.
- User satisfaction score.
- Compliance with IT security standards.
Working Conditions
- Office-based environment with occasional travel to branch locations or client sites.
- May require on-call support or shift work depending on business needs.
- Interaction with employees, vendors, and external service providers.
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
